Steve Cohn
CSP, CCXP
GA, USSteve Cohn, CSP, CCXP has been a speaker, facilitator, seminar leader and consultant for 24 years, helping people and companies have better and more productive relationships with their customers, employees and each other. He lives and breathes customer and employee relationships.
Steve sees the key factor in creating differentiation and profitability is to have a holistic customer experience strategy that involves and engages top leadership, managers, employees, and customers. Only when each department and stakeholder within the organization is committed to the strategy, can an organization provide a seamless, exceptional experience throughout the customer journey.
Steve has spent much of his professional career studying the way people communicate and work with each other and how their actions affect their businesses, their relationships, and their working environments.
He has worked with such diverse organizations as Google, Mercedes Benz USA, Mercedes Benz Canada, McDonald's GBS, Kia, Mazda, Volvo Canada, Teleflex, Dorel Juvenile, AmeriGas, Great Wolf Resorts, Royal Caribbean, Loblaw Supermarkets, Novo Nordisk, MasterCard, e.On Energy, FedEx, Raymond Weil, Delta Air Lines, Blue Cross Blue Shield, Kaiser Permanente .
He has presented or consulted in 42 states, 16 countries, Puerto Rico, and on a cruise ship in the Mediterranean.
Steve Cohn, CSP, CCXP has been a speaker, facilitator, seminar leader and consultant for 24 years, helping people and companies have better and more productive relationships with their customers, employees and each other. He lives and breathes customer and employee relationships.
Steve sees the key factor in creating differentiation and profitability is to have a holistic customer experience strategy that involves and engages top leadership, managers, employees, and customers. Only when each department and stakeholder within the organization is committed to the strategy, can an organization provide a seamless, exceptional experience throughout the customer journey.
Steve has spent much of his professional career studying the way people communicate and work with each other and how their actions affect their businesses, their relationships, and their working environments.
He has worked with such diverse organizations as Google, Mercedes Benz USA, Mercedes Benz Canada, McDonald's GBS, Kia, Mazda, Volvo Canada, Teleflex, Dorel Juvenile, AmeriGas, Great Wolf Resorts, Royal Caribbean, Loblaw Supermarkets, Novo Nordisk, MasterCard, e.On Energy, FedEx, Raymond Weil, Delta Air Lines, Blue Cross Blue Shield, Kaiser Permanente .
He has presented or consulted in 42 states, 16 countries, Puerto Rico, and on a cruise ship in the Mediterranean.
What Now? Creating Personal Connection in an Impersonal World
You Will Learn:
- How to develop "Human-centered" policies that significantly reduce customer frustrations and anger.
- How to expand your ability to see the world through the customer's...
What'd You Expect? Understanding and Exceeding Human Expectations in Business and Life
Whether your customers are internal or external, they're human beings. They start their relationship with you and/or your brand with certain expectations. Customer expectations aren't high or low, good or bad, right or wrong. They just are.
If you want your customers to love you and remain loyal to you, you need to manage, meet, and then exceed these expectations. This will determine how willing they are to do business with you again and let other people know...
It's Not Rocket Service: Managing, Meeting and Exceeding Customer Expectations
In this workshop, we focus on the human interaction between employees and customers, both internal and external, and why customers behave the way they do.
Participants learn and practice showing empathy, apologizing, connecting immediately,...
Leadership for a Human-Centered Organization
Leading an organization that is trying to create and maintain a human-centered culture takes more than the leadership skills taught in generic leadership courses. It takes leaders who live the values on which such a culture is built.
In this workshop, Steve shows how to build human-centered values into the organization and helps leaders become a values-based leadership team. Such leaders...
Coaching with Your Customer in Mind
In this workshop, Steve shows how this coaching and feedback can be tailored to generate exceptional customer...
The Human-Centered Organization: Taking Employees and Customers to the Pinnacle of CX
In this hands-on, enlightening workshop, we go deep into what it means to be human-and customer-centered. We show attendees the background, concepts and techniques to help keep...
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